ITIL ® Change Management

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Ensuring that services are supplied efficiently, it is essential that any changes required are managed in controlled way. This not only ensures that an historical record of all changes can be kept, but also minimises any unnecessary disruption to services provided to your most important asset - your customers.

Change Management provides a way for you to manage and control changes made to assets within your company infrastructure by controlling the way in which these changes are initiated, assessed, planned, scheduled and implemented.

A typical Request for Change (RFC) can arise as the result of a requirement to correct a fault in part of your companies IT infrastructure following the identification of the issue by the Problem Management process. This is just one example of how Change management can be used; however there are many other reasons why an RFC would be initiated.

Implementing changes to IT infrastructure can be disruptive to business operation and service quality. SupportDesk enables the effective management of RFC's to significantly reduce the potentially detrimental impact that change can have on the business.

RFC’s can be raised against Incidents, Problems, Known Errors and any Configuration Item, including users, computers and locations. This ensures complete visibility of the people, assets and activities that are giving rise to changes. RFC approval and acceptance follows best practice methods including the Change Advisory Board (CAB) with notification and voting.

Change Prioritisation supports the necessary tasks required for successful deployment of, for example, upgrades or replacement of equipment. The ability to record information about costs allows for management monitoring, analysis and reporting on the costs and therefore the viability of change.

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